Refund and Return Policy

**TOSHZA (Pty) Ltd** · Registration 2025/929932/07

Website: https://toshza.co.za

Version 1.0 · Effective 17 July 2026 · Last updated 17 July 2026

This Refund and Return Policy explains how returns, replacements, and refunds work on the TOSHZA multi-vendor marketplace operated by TOSHZA (Pty) Ltd (Registration Number 2025/929932/07). It covers damaged, incorrect, missing, and defective goods, delivery issues, supplier and customer responsibilities, refund timelines, payment reversals via PayFast and related providers, chargebacks, and how to contact support@toshza.co.za.

1. Introduction and scope

TOSHZA (Pty) Ltd ("TOSHZA", "we", "us", or "our") operates a multi-vendor marketplace at https://toshza.co.za that connects customers with independent suppliers and, where applicable, delivery drivers in the Republic of South Africa.

This Refund and Return Policy forms part of the TOSHZA Legal Documents Package and should be read with our Terms and Conditions, Supplier Agreement, Privacy Policy, and Acceptable Use Policy.

Because products are sold by third-party suppliers, return eligibility, change-of-mind outcomes, and certain remedies may depend on the supplier's fulfilment role, product category, and the facts of each order. Where TOSHZA processes a refund, it is ordinarily administered by authorised platform administrators through the payment provider's reversal mechanisms.

2. Key definitions

For purposes of this Policy:

"Customer" means a person who places an order on the Platform.
"Supplier" means an independent seller listing and fulfilling products on the Platform.
"Driver" means a delivery partner assigned to collect and/or deliver an order where delivery logistics are facilitated through TOSHZA.
"Collection OTP" means the one-time passcode used to confirm that goods have been collected from a supplier or designated collection point.
"Delivery OTP" means the one-time passcode used to confirm that goods have been delivered to the customer or authorised recipient.
"Original payment method" means the card, Instant EFT, wallet, or other method used to pay for the order through PayFast or another licensed payment provider integrated with TOSHZA.
"Non-returnable goods" means categories ordinarily excluded from return except where defective or as required by applicable South African consumer law.

3. Return windows and reporting periods

Customers should inspect goods promptly on collection or delivery and report problems as soon as reasonably practicable.

As a general rule, damaged, incorrect, missing, or defective goods should be reported to TOSHZA Support within seven (7) days of delivery or collection confirmation (including confirmation via Delivery OTP or equivalent handover evidence), unless a longer period is required by applicable law or expressly stated for a specific product.

Late reports may still be considered where the customer provides a reasonable explanation and supporting evidence, but delay may limit available remedies if the condition of the goods or the cause of the issue can no longer be fairly assessed.

Change-of-mind returns are not guaranteed by TOSHZA and are subject to the supplier's discretion, product condition, packaging integrity, and any category exclusions set out in this Policy.

4. Damaged goods

If goods arrive damaged, the customer should:

Photograph the outer packaging, inner packaging, and the damaged item before discarding packaging where practical.
Note any visible damage to the courier packaging or handover condition.
Contact support@toshza.co.za with the order number, description of damage, and photographs.

TOSHZA will review the report with the relevant supplier and, where logistics evidence is available, with the assigned driver or fulfilment records (including Collection OTP and Delivery OTP timestamps).

Remedies may include replacement, partial refund, full refund, or another fair commercial resolution depending on severity, availability of stock, and responsibility for the damage.

5. Incorrect goods

If the customer receives goods that do not match the ordered product (wrong item, wrong variant, wrong size, or materially different description), the customer should report the issue within the reporting window with photographs and the order details.

Where an incorrect item is confirmed, TOSHZA will coordinate with the supplier to arrange return or recovery of the incorrect goods where reasonably required, and to provide the correct item or a refund.

Customers should retain incorrect goods in unused and resaleable condition pending instruction from Support, unless Support advises otherwise for safety or perishability reasons.

6. Missing items and incomplete orders

If an order is missing one or more items, or a multi-item order is only partly fulfilled at handover, the customer should report the shortfall promptly and identify which line items were not received.

TOSHZA will check supplier packing records, driver handover records, Collection OTP / Delivery OTP confirmation, and any available fulfilment notes.

Where a missing item is confirmed, remedies may include dispatch of the missing item, a partial refund for the missing portion, or cancellation and refund of the affected line item.

7. Defective goods and quality issues

Goods that are defective, unsafe, or not of reasonably acceptable quality having regard to their description, price, and intended use may be eligible for repair, replacement, or refund in accordance with the Consumer Protection Act 68 of 2008 and related South African consumer protections, to the extent applicable.

Customers should provide a clear description of the defect, when it became apparent, and supporting evidence such as photographs, videos, or manufacturer labels where relevant.

Normal wear and tear, misuse, accidental damage after delivery, unauthorised modification, or failure to follow care instructions do not ordinarily constitute a defect for refund purposes.

Digital products and licences are generally non-returnable once delivered or accessed, except where defective, inaccessible due to supplier fault, or otherwise required by law.

8. Delivery, collection, and OTP-related issues

TOSHZA uses Collection OTP and Delivery OTP controls to reduce fraud and confirm custody transfer. Customers and drivers must not share OTPs with unauthorised persons.

A confirmed Delivery OTP (or equivalent confirmed handover) is evidence that goods were delivered to the customer or an authorised recipient at the delivery location. Disputes after confirmed handover will be assessed on the available evidence.

Delivery issues that may support a remedy include failed delivery where payment was taken and goods were not handed over, delivery to an incorrect address due to platform or driver error, or verified non-receipt despite a status update indicating delivery.

Customers must ensure delivery details are accurate, someone is available to receive the order where required, and access instructions are provided for secure locations.

9. Non-returnable and restricted categories

Unless defective, unsafe, incorrectly supplied, or otherwise required by applicable law, the following are ordinarily non-returnable:

Perishable goods, groceries, and products with a short shelf life once delivered.
Opened personal care, cosmetics, hygiene, or intimate products.
Custom-made, personalised, or specially ordered goods produced to the customer's specifications.
Digital goods, downloadable content, vouchers, tickets, or access codes once delivered or redeemed, unless defective.
Goods returned incomplete, used beyond reasonable inspection, or not in original packaging where packaging is material to resale.

Suppliers may publish additional category rules on a listing. Where a listing rule is stricter than this Policy and is clearly disclosed before purchase, that rule may apply to change-of-mind requests.

10. Change of mind

Change-of-mind returns are at the supplier's discretion unless a cooling-off or other statutory right applies to the specific transaction.

Where a supplier accepts a change-of-mind return, goods must usually be unused, in original condition and packaging, with all accessories and tags, and returned within the timeframe instructed by Support or the supplier.

Return shipping costs for change-of-mind returns are ordinarily borne by the customer unless the supplier or TOSHZA agrees otherwise in writing.

TOSHZA may decline to facilitate a change-of-mind return for non-returnable categories or where the request appears abusive or inconsistent with prior order conduct.

11. Supplier responsibilities

Suppliers are responsible for:

Accurate product descriptions, images, pricing, stock availability, and fulfilment lead times.
Packing goods securely and hygienically so they are reasonably protected in transit.
Honouring confirmed orders and cooperating promptly with return, replacement, and refund investigations.
Accepting responsibility for incorrect picks, poor packaging, defective stock supplied by them, and misleading listings.

Where a supplier is at fault, TOSHZA may process a customer refund and recover the corresponding amounts from the supplier's payouts, held balances, or future settlements in accordance with the Supplier Agreement.

12. Customer responsibilities

Customers are responsible for:

Providing accurate delivery and contact information.
Inspecting goods on receipt and reporting issues within the applicable window.
Keeping goods and packaging available for assessment where a return is requested.
Returning goods only as instructed and in the condition required for the claimed remedy.
Using OTPs and account credentials securely and not facilitating fraudulent non-receipt claims.

False, exaggerated, or repeated bad-faith return claims may result in refusal of the claim, account restrictions, or further action under the Acceptable Use Policy.

13. Refund assessment and timelines

After a complete refund or return request is received, TOSHZA Support will ordinarily acknowledge the request and commence assessment as soon as reasonably practicable.

Many straightforward damaged, incorrect, or missing-item cases can be assessed within a few business days once evidence and supplier responses are available. Complex disputes, logistics investigations, or high-value claims may take longer.

Where a refund is approved, TOSHZA will initiate the refund through the original payment method where the payment provider allows. The time for funds to reflect in the customer's account depends on the customer's bank, card scheme, Instant EFT provider, or wallet operator and is typically outside TOSHZA's direct control.

Customers will be notified of the outcome of approved, partially approved, or declined requests through the support channel used for the claim or via the contact details on the order.

14. Payment reversal process

Payments on TOSHZA are processed through PayFast and other licensed payment providers. TOSHZA does not store full card numbers on its servers.

Approved refunds are ordinarily processed as admin-operated refunds or payment reversals through the provider dashboard or API, returning funds to the original payment method where that method and provider support reversal.

If the original method cannot receive a reversal (for example, a closed account, expired instrument, or provider limitation), TOSHZA may arrange an alternative lawful refund method after identity and order verification.

Partial refunds may be issued for missing items, partial damage, price adjustments, or agreed commercial resolutions.

Any delivery fee, service fee, or promotional discount treatment will be addressed in the refund decision based on fault, partial fulfilment, and the terms disclosed at checkout.

15. Chargebacks and payment disputes

Customers are encouraged to contact support@toshza.co.za before raising a chargeback or payment dispute with their bank or card issuer, so that TOSHZA can investigate and, where appropriate, reverse the payment more quickly.

If a chargeback is lodged, TOSHZA and the relevant supplier may submit evidence including order records, OTP confirmation, delivery proof, communications, and refund history.

Chargeback abuse — including requesting a refund from TOSHZA while simultaneously pursuing a chargeback for the same transaction without good cause, or repeatedly disputing legitimate fulfilled orders — is prohibited and may lead to account suspension and recovery of losses.

A chargeback does not automatically determine the contractual outcome between customer, supplier, and TOSHZA; platform remedies and supplier recovery rights may still apply.

16. How to contact support

For refunds, returns, damaged goods, incorrect items, missing items, defective products, or delivery disputes, contact:

Email: support@toshza.co.za
Website: https://toshza.co.za (support or help channels published on the Platform)

Please include your order number, registered account email or phone number, a clear description of the issue, and photographs or other evidence where relevant.

TOSHZA (Pty) Ltd, Registration Number 2025/929932/07, operates from Florida Hills, Roodepoort, Gauteng, South Africa. This Policy is governed by the laws of the Republic of South Africa.

17. Updates to this Policy

TOSHZA may update this Refund and Return Policy from time to time to reflect operational, legal, or payment-provider changes.

The version, effective date, and last-updated date published with the Legal Documents Package apply to the current text. Material changes will be made available on https://toshza.co.za.

Continued use of the Platform after an updated Policy takes effect constitutes acceptance of the updated terms to the extent permitted by law.

Contact: support@toshza.co.za · Privacy: privacy@toshza.co.za